This notes is summarized based on ITIL v3 Foundation Syllabus. Key points of ITIL v3 Foundation.
Service Management as a Practice
Best practice
Using Best Practice ensure using the best available methods and techniques to deliver services.
Why ITIL is successful
Best practice
Nonprescriptive
Vendor and techniques mutual
Nonproprietary
Service
1. delivery value to customer
2. without ownership of specific cost and risk
Type of Service
Core services
Enable services
Enhance services
Service management
A set of specific capability for providing value to customer in the form of service
IT service management (ITSM)
The implementation and management of quality IT services that meet the needs of business.
Performed by IT service provider
through appropriate mix of
people, process and information technology.
Internal customer vs. External customer
Internal service vs. External service
Stakeholders
Customer
Users
Supplier
Processes
Definition
A structured of activities designed to accomplish a specific objective.
Takes one or more inputs turns them into defined outputs.
Process Characteristics
Measurable
Deliver specific results
Serve outcomes
Respond to specific triggers
Process Model
Triggers
Inputs
Process
Activities
Procedures
Work Instructions
Roles
Metrics
Improvements
Process control
Policy
Owner
Objectives
Documentation
Feedback
Process enablers
Resources
Capabilities
Outputs
Process reports
Reviews